Member Engagement Specialist
Member Engagement Specialist:
Remote within 4 State Region:
WA, OR, ID, UT
Onsite is optional where office locations are available.
Primary Job Purpose:
Provide member outreach to remove barriers, assist and support education about benefits, preventative health screenings, and community resources as part of specific initiatives or care management programs. Encourage engagement in health-related activities and programs and provide appropriate referrals to case management and/or other internal or external services and resources. Provide excellent and caring services to all internal and external customers.
Minimum Requirements:
Strong communication skills with the ability to effectively interact with a wide variety of individuals on highly sensitive topics.
Demonstrated ability of strong customer-service skills, including courteous telephone etiquette, listening, patience, empathy, and maintaining confidentiality. Ability to exercise discretion on sensitive and confidential matters
Ability to communicate effectively orally and in writing with understanding and ability to apply correct punctuation, spelling, grammar and proof-reading skills.
General organization, data entry and administrative skills. Proven ability to effectively handle multiple tasks and prioritize workload.
General computer skills (including use of Microsoft Office, Outlook, Internet search).
Ability to work a varied schedule such as early evening.
Basic knowledge of medical terminology and familiarity with topics such as specific disease and lifestyle topics and related resources.
Ability to work independently, to prioritize work, meet deadlines and achieve operational standards.
Ability to research and problem solve in a creative manner to reach a solution. Ability to identify when it is appropriate to refer to others.
Ability to make decisions and exercise good judgment in a complex and rapidly changing environment
Ability to adapt to a fast-paced environment and learn, retain, and interpret new or evolving information, procedures, and policies and communicate them effectively
Ability to work under stress and pressure and respond to inquiries with tact, diplomacy and patience
Ability to work in a team environment
Demonstrate initiative in researching and resolving benefit, and eligibility issues
Normally to be proficient in the competencies listed above:
Member Engagement Specialists:
would have a High School diploma and one (1) year customer service call center experience or one (1) year customer service experience such as insurance, retail, banking, restaurant, hospital medical office or other experience with extensive customer service contact or equivalent combination or education and experience. Preferred medical certification like a Certified Nursing Assistant (CNA) or Medical Assistant and prior health plan Customer Service, Clinical Intake, Provider office, or health coaching or equivalent combination of education and experience.
Responsibilities:
Initiates outbound telephone calls or emails to members identified for the Regence Care Management Programs or initiatives.
Utilizes principles of motivational interviewing to encourage engagement in health-related activities and programs.
Educate members by providing information regarding benefits, tools or resources they need to adhere to nationally recognized preventive screenings, discharge and treatment plans.
Works with a Care Manager to assure that member needs are met through identification and referral to appropriate resources and licensed clinical staff as appropriate.
Utilizes the applicable care management platform to appropriately record and track member interactions.
#LI-remote
Estimated Salary: $20 to $28 per hour based on qualifications.
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